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Position Description:
Since 1979, Tidal Software has been a leading
provider of application automation, integration, and management solutions for the enterprise.
Based in Palo Alto,California, Tidal provides products that ensure applications run at peak
efficiency and bolster the business value that companies need to be successful. Tidal’s
software is used by over 500 organizations, including 20 percent of the Fortune 500 datacenters,
such as Microsoft, HP, T-Mobile, FedEx and many others. Key partnerships include Microsoft, HP,
SAP, PeopleSoft, Oracle and IBM. Tidal's products have been rigorously tested for certification
with partner software, assuring our customer's confidence that their use of our products will
be a great experience. Tidal Software works with its partners to attain a high level of
compatibility, functionality, quality, and customer support. Tidal is a privately held company
and is venture-funded by JPMorgan Partners, Novus Ventures and VantagePoint Venture Partners.
Primary Focus:
- Interface to Tidal customers, Gold Care Accounts, partners and consultants for resolution
of technical problems related to the installation, recommended maintenance, usage and repair/workarounds
for Tidal job scheduling and task automation products.
- Support is generally provided via phones and e-mail.
- Assures the highest level of customer satisfaction.
Distinguishing Characteristics:
- The Senior Technical Support Engineer has an understanding of all Tidal products in
their competencies and an in-depth knowledge of several products and platforms.
- The individual is highly experienced in multiple platforms and completes assigned
duties with minimal direction from management.
- Routinely acts independently while researching and developing solutions to customer issues.
- Sought by others to provide specialty knowledge to assist them in problem solving.
Example of Duties:
- Resolves technical software problems via telephone, email, and on-site customer visits
- Serves as second level escalation engineer-accepts and resolves complex software problems from Level 1 support
- Provides Gold Care Support Services to Key Tidal customers as required
- Documents software defects and call incidents for accurate customer and software audit
- Continues the development of extensive technical knowledge of Tidal products and their usage
- Participates in process planning and makes recommendations for improvements
- Coordinates tasks within the group and across functional areas
- Assists less experienced engineers in isolating problems, workarounds and solutions
- Handles Severity 1,2,3 and escalated Incidents within guidelines
- Provides consultation to field consultants and partners
- Continues development of business and/or leadership skills
- Displays a positive and consistent customer support/service orientation
- Participates in onsite support assignments with customers/partners
- Provides feedback to appropriate groups on product quality and usage
- Writes technical bulletins that are well structured and easy for a technical reader to understand
- Achieves knowledge transfer with teammates through: Formal Team Training sessions/Brown
Bags, Formal Mentoring, Creation of Knowledgebase bulletins and technical notes
- Provides 24x7 support as part of rotational paging schedule.
Knowledge and Skills:
Technical
- Has an in-depth knowledge of the Tidal products & platforms being supported
- Able to synthesize and analyze complex and variable software behavior to determine root cause and workaround.
- Able to interpret and resolve software, network, network security, and software integration issues
- Motivated to stay abreast of changing technical data center issues and configurations
Professional
- Follows verbal and written instructions accurately
- Demonstrates good written and verbal communication skills delivering high quality support
- Is able to manage time and work flow to meet service levels
- Effectively communicates with customers and their technicians and checks for understanding
- Is able to convey technical concepts clearly
- Demonstrates leadership in ensuring customer success
- Exercises judgment in seeking advice and counsel
- Is able to use verbal communication skills sufficiently to deliver effective support
- Demonstrated ability to positively influence customer satisfaction
- Demonstrated ability to coordinate the resolution of escalated or other high priority customer issues
- Projects a positive and professional image and is a strong team leader
Qualifications:
- 5 or more years of relevant technical experience
- Must have a good working knowledge of UNIX and NT operating systems and networking technology
- Knowledge of ORACLE and MSSQL is helpful
- Scheduling software experience very helpful
Email your resume
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